OVERVIEW
The goal of this effort is to produce a findings report for Homewise, a company based in Albuquerque, New Mexico, that serves both Albuquerque and Santa Fe. Homewise's mission is to help underserved groups achieve the dream of homeownership by:
- Offering financial fitness education and strategies.
- Providing education on the home-buying process.
- Assisting individuals in becoming 'buyer-ready,' improving their situation to qualify for home purchases.
- Guiding clients through the home-buying process with their realtor team, from locating potential homes to finalizing the purchase.
- Offering lending services to help customers finance the home they choose.
KEY STAKEHOLDER DISCOVERY
01. INTERVIEWS
To start, six types of individuals were identified for interviews as part of the discovery process. The primary goals of these interviews were to uncover pain points, identify user personas, and explore functionality and potential solutions.
My script included questions tailored to the assumed user types, organized around the who, what, when, where, why, and how framework. Examples of these questions include: 'How effective do you find the KPIs and customer satisfaction metrics?', 'How would you describe your experience working with home purchase advisors?', 'Do you know where you are in the home-buying process?', and 'Did you participate in the financial fitness and homebuyer education courses?'
02. INTERVIEW INSIGHTS
Building on insights from our exploration of the current ecosystem and user personas, we've identified several key challenges that significantly impact both the customer experience and internal operations. These pain points are crucial for understanding where Homewise's processes and tools can be improved to better serve both customers and staff.
03. USER PERSONAS
Homewise Team and Customers
The Homewise team is a diverse group of professionals, including Home Purchase Advisors (HPAs), Realtors, and Loan Officers, who work together to support, manage, and guide clients through every step of their home-buying journey. Homewise customers, whether they are first-time homebuyers or seeking other services, collaborate with these teams as they transition through the different phases, all aimed at achieving their goal of homeownership
04. PROPOSED SOLUTION
The Homewise App
The Homewise Customer Application is a comprehensive, integrated solution designed to address critical customer pain points and transform how Homewise interacts with its clients and manages its internal operations. This versatile, customer-centric platform is more than just a digital tool; it represents a significant evolution in the organization's approach, focusing on key areas such as communication, document management, process guidance, and educational support.
By empowering customers and enhancing operational efficiency, this application positions Homewise to effectively scale its services. It is designed to be intuitive, responsive, and adaptable to the evolving needs of both customers and staff. The key objectives of this platform, along with specific solutions to address identified challenges, are outlined below.
To achieve these objectives, several technical options have been evaluated for their potential to best meet Homewise’s long-term goals and operational needs, while also maintaining flexibility and customization:
1. Customer Service Portal / Experience Cloud: An out-of-the-box solution.
2. Salesforce Lightning Applications: A partially customized solution.
3. Custom 3-Tiered Web Application: A fully customized solution.
Each option offers unique benefits and challenges, and the appropriate choice will depend on aligning with Homewise's strategic priorities.
